The diffusion of service robots, powered by artificial intelligence (AI) technology, at the hotel front desk is facing challenges. Drawing on innovation resistance literature, this study investigates consumer resistance to hotel front-desk service robots by developing a service robot resistance model. A mixed-methods design was used involving qualitative interviews and quantitative surveys. The results identified eight barriers to using service robots that can be categorised as functional, social interaction, and aesthetic barriers. Consumer resistance occurs in response to the risk of malfunction, complexity, usage barrier, lack of warmth, and unattractive appearance, whereas flexibility barrier, communication barrier and stiff kinesics have no statistically significant effect. This study contributes to innovation resistance research and provides guidance for the adoption and diffusion of service robots in the hospitality and tourism industry.

由人工智能（AI）技术驱动的服务机器人在酒店前台的普及面临挑战。本研究借鉴创新阻力文献，通过开发服务机器人阻力模型来调查消费者对酒店前台服务机器人的阻力。使用了混合方法设计，包括定性访谈和定量调查。结果确定了使用服务机器人的八个障碍，这些障碍可分为功能障碍、社交障碍和审美障碍。消费者的抵触情绪是由于故障风险、复杂性、使用障碍、缺乏保暖性和外观不吸引人而产生的，而灵活性障碍、沟通障碍和僵硬的运动学在统计学上没有显着影响。